Last updated: April 1, 2024

Our Responsibilities

We Promise…

  • to conduct your business affairs professionally and avoid behavior that could bring your business and reputation into disrepute.
  • to conduct our business affairs based on sound, ethical principles and will communicate fairly and honestly with your clients, associates, employees, and suppliers.
  • to make an honest representation of our skills, experience and qualifications.
  • to respect the confidentiality of your personal and business practices and recognize your ownership of any intellectual copyright pertaining to your business activities.
  • to strive to maintain high professional standards by staying abreast of advances within the industry and to strive for excellence through professional improvement.
  • to keep all acquired personal data safe and secure and ensure it is only used for its intended purpose, in accordance with state and federal data protection laws, including GDPR.

Confidentiality & Data Protection

  • All original work will be returned to the Client as soon as work is completed unless otherwise requested.
  • Upon written termination of the contract, we delete all client data held, excluding data held for our own tax records.
  • After 30 days after a project has ended and/or 30 days after the work has ceased, we will delete all logins and passwords for your protection.
  • Our privacy policy is viewable here.
  • We will keep any work undertaken confidential and not use it for personal gain or promotion without the written consent of the Client.
  • The Client will be the legal owner and will hold intellectual copyright of all work undertaken by Called to Design on behalf of the Client.

Projects

Payments

  • An initial 20 to 30-minute consultation by Zoom or telephone is complimentary.
  • Payments are due on receipt of the invoice.  Overdue invoices may result in interest charges (at the rate of .25% per week) for the total outstanding.
  • We reserve the right to halt services and not to return work if bills are not paid. 
  • Monthly retainer fees are non-refundable and are valid for that calendar month only; e.g., retainer fees paid in January are only valid for January unless otherwise stated in the contract.
  • If the project is based on an hourly rate, then a minimum invoice amount is for one hour.
  • For ongoing support, we require a minimum of 10-hours per month unless there is a previously agreed upon payment plan.
  • Any non-standard office supplies, postage fees, and specific software fees are not included in our rates and will be billed separately.

Submitting Work Requests

  • All work requests should be submitted by email, through Slack, or directly into ClickUp.  This ensures we can schedule and track all work.
  • We will acknowledge all work within 24 hours during business hours of Monday-Friday, 8 a.m. – 4 p.m. Central Time.  If you have not received an acknowledgment, please call 470 – 222 – 5940 and check if we have received the request.
  • All details (e.g., templates, passwords, processes) should be submitted along with tasks at the time of submission.  We will not schedule any work until all the materials are received.
  • If ongoing project work is suspended or delayed through any default of the client, Called to Design will be entitled to immediate payment for work already carried out and expenses incurred.
  • Billable time includes meetings and calls outside of contracted projects and consists of the writing and/or reading correspondence sent by mail or email.

Office Hours

  • The usual turnaround of work is the next working day, for all work under one hour long received and acknowledged before 4 pm Central US time.  The reason behind this is that at 4 p.m. each evening, we schedule the following day’s work.  Example: Work sent during the day on Monday would be returned on Tuesday.  Work sent after 4 p.m. on Monday would be scheduled for Wednesday.  This lets us schedule our day and complete work on deadline.
  • If you have an urgent, non-scheduled job, we will try and accommodate it, but it may be subject to a 10% rush job increase.  This compensates us for moving other clients in our schedule to accommodate your work.  We will always inform you of this before completing the work.
  • Work that is over an hour will be scheduled, and you will be given an ETA when we acknowledge receipt of the job.
  • For non-standard or one-off jobs, turnaround times will be advised in the acknowledgment email.

Client Responsibilities

Response Time:

The Client will supply all necessary documentation, images, videos, and similar materials no later than 24 hours before work is expected to begin. Failure to do so may result in delays in the project or additional fees for rush jobs.

Conduct:

The Client will respect the working hours of Called to Design. Family time, rest and recovery are important to us!  We will attempt to accommodate urgent requests, but in doing so, the Client agrees to pay Rush rates for the job to be completed.

The Client will respect all who work for Called for Design and will refrain from cursing, swearing, belligerent behavior, or emotional abuse, which may result in immediate termination of the contract.

The Client understands that project “creep” through unexpected meetings, challenges, changes in project goals, or tasks added on to the original request may result in additional charges.

Project Review:

It is up to the Client to check the submitted work and raise any queries forthwith thereafter. Any errors must be reported within one week (7 days) of receipt of completed work. Errors generated by Called to Design will be rectified free of charge, but amendments or alterations requested by the client thereafter will be charged at the standard hourly rate.

WordPress Hosting & Support

Terms & Conditions:

Notification of cancellation of services must take place no less than 14 days before the next billing cycle.  If an annual payment was made, the refund amount will be pro-rated based on the time remaining.  (Example: after nine months on the Ultimate package, your refund would be for the remaining three months)

Disclaimers:

Services assume that Called to Design will be hosting the WordPress website. If this is not the case, there may be additional fees, depending on how difficult it is to access the website and analytical information.

Initial audits and adjustments may take some time to see improvements if they have not been performed before.

If your WordPress updates will be handled internally within your company and you only need hosting, you may qualify for a discount. However, we require that all websites stay current – at least quarterly, and security updates must be handled within one week. Failure to comply will result in manual updates at our standard rate.

We take full precautions in protecting your site, but problems may occur. If your site is hacked, we will deduct $100 off the cost of cleaning it up. 

2024 Non-Working Days

If you have urgent work to complete during these times, we may be able to accommodate it as a rush job, but please check first.

  • New Year’s Day – January 1
  • Easter weekend – March 29-31
  • Memorial Day – May 27
  • Independence Day – July 4
  • Vacation – July 11-14
  • Vacation – August 8-11
  • Labor Day weekend – September 2
  • Thanksgiving weekend – November 28-December 1
  • Personal day – December 10
  • Christmas break – December 23-25
  • New Year’s break – December 30-January 1, 2025

I will have limited phone services and zero internet access during the August vacation breaks.

Disclaimer and Applicable Law

We will not be liable for any losses you might sustain arising directly or indirectly from our completing work save in so far as the same arises directly from our negligence.

These terms shall be governed by the laws of the State of Wisconsin and the United States of America.

Our business is registered as Nuland Solutions, LLC, dba Called to Design, PO Box 193, Galesville, WI 54630.